Every account we deliver should match its listing and log in first time. Most orders are delivered within minutes of payment. Occasionally an order takes a little longer, for example while a listing is being restocked or a payment is being confirmed, and is delivered within 24 hours. Accounts are digital goods that cannot be returned, so instead of open-ended returns we protect you with a replacement guarantee and a defined refund process. This page explains what is covered, what is not, and how to make a claim. It forms part of our Terms of Service.
In short
- Every order is final once delivered. There are no returns or change-of-mind refunds.
- Check the account within 24 hours of delivery, before you bind your email or change anything.
- Wrong or not working? We replace it. If we cannot fix or replace within 3 business days, we refund.
- Not received? Check spam and My Account first, then contact us with your order number.
1. The 24-hour verification window
You have 24 hours from delivery to check the account against its listing. During this window we can still log in to the account ourselves and confirm exactly what was delivered. That is what lets us resolve claims quickly and fairly.
Check the account before you change anything. Log in, confirm the server, the characters, items and resources stated in the listing, and only then secure the account by binding your own email and changing the password.
A claim must be reported within the 24-hour window and before you bind an email, change the game password or the email password, spend resources or premium currency, make pulls or summons, link platforms or other accounts, or otherwise play the account beyond checking it. Once you take any of these steps the account is under your control, we can no longer verify its original state, and the order is treated as accepted.
2. What is covered
A replacement means the same account type again or, if you prefer, any other account on the website of similar or slightly higher value that you choose. We are happy to help you choose.
Evidence opens a claim, our verification decides it. Every claim is checked against the delivery log and our record of the account before a remedy is applied, and while the account is untouched we can log in and confirm what was delivered.
| Issue | What you need to show | Remedy |
|---|---|---|
| Not delivered. No credentials by email or in My Account within 24 hours of payment confirmation. | Your order number and confirmation that you checked your spam folder and the order page in My Account. | We deliver or re-send immediately. If we still cannot deliver within 24 hours of your report, you choose a replacement or a full refund. |
| Cannot log in. The delivered credentials do not work at first login, before any change was made. Copy and paste the credentials exactly as delivered before reporting: most login failures are typing errors. | An unedited screenshot or screen recording of the login attempt showing the credentials as entered and the exact error message. | Corrected credentials or a replacement. Refund only if we cannot fix or replace within 3 business days. |
| Not as described. The account materially differs from the listing: wrong server, a character, item or resource amount stated as guaranteed is missing, or the account type is different. | Unedited screenshots of the roster, server and resources taken at first login. | A replacement that matches the listing or is better. Refund only if we cannot replace within 3 business days. |
| Wrong or misspelled email at checkout. The credentials were sent to an address you cannot access. | Your order number and proof that the order is yours: the payment confirmation from your bank or wallet, or a screenshot of the order confirmation. A close match between the address you give us and the one on the order also counts. | Once verified, we correct the email on the order and re-send the credentials. Your 24-hour verification window starts from the re-send. |
3. What is not covered
- Change of mind, or choosing the wrong game, server, region or version at checkout. Server and version are shown on every listing and selected by you before payment.
- Random results within the range or chance stated on a listing. Where a listing says “random”, “up to”, “1 to 3” or “high chance”, any result within that description is as described.
- Resource totals stated as a value, for example “Primogem value” or “wishes”, include equivalent items such as Fates counted at their in-game value, exactly as explained in the listing description. A total that matches the description is as described.
- Anything reported after the 24-hour verification window, or after you bound an email, changed a password, played, spent resources or premium currency, made pulls or summons, or linked platforms or accounts.
- Actions by the game’s publisher or platform at any time, including bans, suspensions, resets, wipes, server merges, maintenance, region restrictions, game updates that change content, or a game closing down. We are independent from every publisher and cannot control these events.
- Loss of access caused on your side: forgotten credentials after you changed them, credentials shared with another person, phishing, a compromised email account, or device and platform issues.
- Accounts that you modified, traded, gifted or resold.
- Differences between the delivered account and the listing images. Images are illustrative examples of the account type. The option you select and the listing description state the exact contents and take precedence over the images.
- Claims made without the evidence requested, or with edited evidence.
- Price changes or promotions that start after your purchase.
4. How to make a claim
- Contact us within the window through live chat, by email at support@genshinaccountsbay.com, or from the order page in My Account. Include your order number.
- Send the evidence listed in Section 2. Screenshots and recordings must be unedited and must show the account as it was delivered.
- We acknowledge every claim within 24 hours. Most claims are resolved the same day. Every claim is resolved within 3 business days of receiving complete evidence.
- Remedies are applied in this order: we fix the issue, we replace the account with the same type or with another account of similar or slightly higher value that you choose, we refund, to your original payment method or, if you prefer, as store credit (see Section 5). A refund is issued when the order was not delivered, or when we cannot fix or replace within 3 business days of a valid claim.
- Each order is eligible for one replacement. A replacement account has its own 24-hour verification window from the moment it is delivered.
5. Refund method and timing
- Prefer store credit? Any approved refund can be issued as GamesBay store credit instead, available immediately and valid on any account in the store. Tell us when you claim.
- Otherwise, refunds are issued to the original payment method only. We do not refund to a different card, bank account or wallet, and we do not pay refunds in cash or cryptocurrency.
- Approved refunds are issued within 2 business days. Your bank or card issuer then needs 5 to 10 business days to show the amount on your statement.
- Refunds are made in the currency of the original charge, for the amount charged. Exchange rate differences and bank fees are not compensated.
6. Cancellations
Orders are delivered within minutes of payment, so an order can be cancelled only while it has not yet been delivered, for example during a payment or security review. A cancelled undelivered order is refunded in full.
7. Chargebacks and payment disputes
Contact us before contacting your bank. Every issue covered by this policy is solved faster by our team than through a bank dispute.
If you open a chargeback on a delivered order, our claim process pauses until your bank has decided. We submit the order record, the delivery log with timestamps, proof that the credentials were made available to you, our messages with you, and this policy as evidence.
A chargeback on a delivered order that was not reported to us first, or that is opened after the account was used, is treated as bad faith. We close the customer account, decline future orders, and may recover the amount and our costs where the law allows.
8. Fraud prevention
We may verify your identity or your payment method before approving a claim on a high-value order, or where a pattern of claims looks unusual. We keep delivery logs, chat and email records and account records for every order, and we use them to decide claims. Claims made with altered evidence, repeated claims across several orders, and claims on accounts that were resold are refused.
9. Your statutory rights
If you are a consumer in the European Union or the United Kingdom, you expressly agree at checkout that delivery of digital content starts immediately, and you acknowledge that you lose the 14-day right of withdrawal once delivery has started. This policy does not limit any right you have under mandatory consumer law, including your right to receive an account that conforms to its description.
10. Contact
Live chat is available around the clock. Email: support@genshinaccountsbay.com.